How to submit an enquiry

Professionals dealing with debt cases can contact Shelter's specialist debt advice team for help with tricky cases or a second opinion.

Call our helpline on 03300 580 404 or chat with an adviser using the button on this page to get a response straight away.

Our helpline and webchat are open Monday-Friday 9am-5pm.

Find out more about the Specialist Debt Advice Service

Submit an enquiry on our online webform form

For enquiries that are legally complex but not urgent, you might prefer to use our online enquiry service. You can attach documents you want the adviser to look at if you remove your client's details first.

Our online webform is a good option if you have lots of details you want to include, and if you are confident you know what you want help with. For example, checking whether a credit agreement is regulated by the Consumer Credit Act 1974, or whether a firm has complied with its post-contractual duties.

We will aim to respond to webform enquiries within 3 working days. If you need a faster response use our webchat or helpline service.

We will try to respond more quickly in urgent cases. Please clearly indicate if your client is facing an emergency with their debt enquiry.

Submit a separate webform enquiry for each client case you would like help with.

Your details

First name

Last name

Job title

Phone number

Your organisation's name

Your organisation's address

Building and streetline 1 of 2

Building and street line 2 of 2 (optional)

Town or city

Postcode

Have you tried to contact the service by phone regarding this enquiry?

Yes

Client’s case

Is this a repeat enquiry?

If so, please enter the existing case number (optional)

Background information

Describe your client's situation and the problem

Please do not include any personal details of your client, such as their name, date of birth etc.

How can we help?

Describe what you need advice with

Is this an urgent case? (optional)

Please tick if urgent action is needed

Examples of urgent cases

Please select a case type where urgent action is needed. If we agree that your enquiry requires urgent action, we will respond to you in one working day. (optional)

Supporting documents

If you have any supporting documents, please submit them by email to specialistdebt@shelter.org.uk or upload them below.

We are unable to accept any documents which contain client information, so please make sure that you redact all client information before sending or uploading documents. We will reject documents which have not been redacted and this could delay our response.

Please do not send password protected documents or emails as we cannot accept these.

Upload documents

If using the upload facility below, please note the following:

You can upload up to 5 files
Maximum file size: 5.0 MB
Accepted file types:
- .pdf, .txt, .jpg, .png, .doc, .xls, .docx, .xlsx

Drag and drop files here, or click to select files

Sensitive information must be redacted

I confirm that the documents I'm attaching are redacted

How do we use your data?

We only collect the personal details we need to fulfil the service you expect from us. We do not collect or record any personal details about your clients. When using our service via telephone or our web form, we will ask you for:

your name
the name of the organisation you work for
your email address and contact telephone number

We will keep all your case information – including notes, letters and information given to us in relation to your enquiry – in a confidential record.

We use a customer relationship management system (CRM) to support our service. This means that we can keep the information you provide us, so we can access the history and relevant details of your case(s). This ensures that we provide appropriate and accurate advice or support.

Please see our full privacy statement for more information.